Treating Clients Fairly

The following statement reflects our commitment to our clients:

When We Give Advice to Our Clients:

  • We will listen to the client.
  • We will provide advice in the best interest of the client according to the client’s perception of their best interests.
  • We will discuss all available options with the client.
  • We will provide advice that is clear and free from jargon and is explained in a way appropriate to the client.
  • We will provide confirmation of advice in writing.
  • We will allow the client time to make decisions
  • We will involve family members or friends of the client if they wish us to do so.

When We Deal With Our Clients:

  • When clients contact us they can expect that we will be polite and courteous.
  • All of our staff are trained in how to deal with our clients and how to treat them fairly.
  • When we write to them, we will be clear and straightforward; we will try not to use jargon and technical terms. We will be happy to discuss or clarify any matter.
  • We will remunerate our staff in ways that encourage them to deal with our clients in a fair and impartial manner.

If Things Go Wrong:

  • If a client complains about any aspect of our service then they can expect that their complaint will be dealt with professionally, impartially and in accordance with our Complaints Procedure, Charity Commission Guidance and the rules laid down by the FCA.
  • We welcome comments and observations about the way we deal with our clients and encourage them to contact us if they have any comments on how we may improve. If a client should complain, we will conduct a root cause analysis.
  • See our complaints procedure, available on our website or contact us for a copy.